World-Class Global Business Services: Ten Capabilities Driving Better Performance

As global business services (GBS) organizations mature and the nature of value creation evolves, so do the characteristics of world-class GBS performance. Increasingly, GBS is integral to the operating model of the business and a potential competitive differentiator through the delivery of non-transactional, analytics-based services.

Download The Hackett Group’s paper and you will learn:

  • 10 emerging capabilities of next generation GBS organizations
  • Year-over-year performance improvement of world class compared with peers
  • Key goals, priority and effectiveness of world class compared with peers
  • Service delivery maturity for world class and peers
  • Customer experience maturity for world class and peers
  • Talent management practices and effectiveness by world class and peers
  • Technology adoption levels
  • Strategic implications for your organization
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